Associate Director Complaint Resolution
Clerk Grade: 11/12
Annual Salary Range: $149,739 - $173,174 plus superannuation
Employment Type: Ongoing, Full-time
Location: Sydney CBD – close to Museum Station (hybrid); minimum 5 days per fortnight office based for full-time.
About the role
Lead the resolution of the most complex and sensitive complaints and investigations within the NSW CTP and Workers Compensation schemes. Oversee Tier 3 (complex and high‐risk) complaints and deliver fair, evidence‐based outcomes; transform frontline insights into system‐wide improvements.
What you'll be responsible for
- Leading Tier 3 complex complaints, investigations and reviews
- Managing high‐risk, sensitive and escalated matters across schemes
- Embedding best‐practice investigation and decision‐making frameworks
- Coaching and leading specialist teams in high‐pressure environments
- Using data, dashboards and case insights to identify trends and systemic risks
- Contributing to regulatory intelligence and organisational decision‐making
- Driving continuous improvement across complaints, early resolution and investigations
About you
- Extensive experience in complaints, investigations or dispute resolution
- Deep understanding of procedural fairness, administrative decision‐making and evidence‐based practice
- Proven leadership in complex, high‐risk or sensitive environments
- Strong experience in workers compensation schemes and/or CTP
- Strong judgement, resilience and ability to navigate competing priorities
- Passion for fair outcomes for injured people and improving systems
- Ability to work at the heart of NSW's injured persons schemes
- Leadership of a Tier 3 service that handles the most critical cases
- Influencing systemic reform and customer outcomes at scale
- Commitment to fairness and accountability in a purpose‐driven organisation
Closing date
Friday 26 June 2026 at 9:59am
Associate Director Complaint Resolution (Tier 3 - Complex & High-Risk) employer: NSW Department of Customer Service
The NSW Department of Customer Service is an exceptional employer, offering a dynamic work environment in the heart of Sydney CBD with hybrid working options. Employees benefit from a strong focus on professional development, collaborative team culture, and the opportunity to engage in impactful projects that shape the future of digital services in government. With a commitment to diversity and inclusion, the department ensures that all voices are heard and valued, making it a rewarding place for legal professionals to thrive.
Contact Details:
NSW Department of Customer Service Recruitment Team
